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Show Notes

/Show Notes

March 2019

361: Ryan Minton, Thanks For Coming In Today

About Ryan Minton Ryan Minton is a customer service and employee experience expert, keynote speaker, author and the president of CRM hospitality and consulting. He has represented high profile brands such as Hilton Hotels Worldwide, [...]

360: The Airport Customer Experience

Who owns what in an experience like travelling? The flying experience, TSA, the lines, the transportation within the terminal, the parking, etc? Adam and Jeannie talk about the forward-thinking Dallas Fort Worth airport, who actually [...]

359: Steve Woodruff, What Makes You Distinct?

About Steve Woodruff Steve Woodruff is known as the king of clarity in a world full of noise and distraction. Steve helps businesses craft a message so clear that they can be heard, remembered and [...]

February 2019

358: Customer Service Blueprinting: Jeannie’s New Course

Jeannie and Adam discuss how to use Customer Service Blueprinting to optimize all the working parts of your overall customer experience, and how Jeannie can train you on this amazing skill today! Fine-tune your customer [...]

357: Thomas Hollmann, Customer Experience Education

Jeannie and Adam welcome Dr. Thomas Hollmann to tackle the customer experience education gap between academia and real-world business. About Dr. Hollmann Dr. Thomas Hollmann is a Clinical Associate Professor of Marketing and the Executive Director [...]

356: Will Chatbots Be Everywhere?

Adam and Jeannie discuss the rapid evolution of chatbots across industries and how to make the best decisions around existing and emerging chatbot technology. Chatbots are the new black Chatbots are taking the world by [...]

355: Lisa Ford, Customer Service Excellence

Adam and Jeannie welcome customer service video training pioneer Lisa Ford to discuss her time-tested approach to achieving customer service excellence. About Lisa Ford Lisa Ford is known for her work on customer issues. Her ideas [...]

January 2019

354: Are you neglecting key moments in the customer journey?

Jeannie Walters CCXP explains how to find and leverage key moments we often overlook, but have a great emotional impact on how customers perceive and remember the customer journey. Are you aware of the key [...]

353: Scott McKain, Make Your Organization Iconic

In this powerful interview, bestselling author Scott McKain shares the secrets behind brands and leaders who go beyond differentiation to become iconic. […]

352: Keeping Knowledge When Superstars Leave

Adam and Jeannie discuss how to prevent valuable knowledge from leaving your company along with superstar employees who are ready to move on. Knowledge is power. Stop losing it! Employee turnover is at an all-time [...]

351: Mark Sanborn, Extraordinary Leadership

Renowned speaker and author Mark Sanborn shares his leadership wisdom to inspire every employee to deliver extraordinary customer experiences, every time. […]

350: New Year’s Resolutions

Adam and Jeannie kick off 2019 with some of the best resolutions you can make to continuously improve customer experience and customer service all year long. […]

December 2018

349: Mark Colgate, The Science of Service

Jeannie and Adam uncover the science behind consistently great customer service with Mark Colgate, author of The Science of Service. […]

November 2018

348: Predictions for 2019

Jeannie and Adam dust off the crystal ball and have some fun bringing you their expert customer experience predictions for 2019. […]

347: Jay Baer, Talk Triggers

Jay Baer returns to enlighten us with his powerful and proven approach to strategically creating, controlling and measuring word of mouth with key takeaways from his new book, Talk Triggers. […]

346: Smaller Bathrooms and Premium Seating: Talking Airline Customer Experience

Jeannie and Adam riff not only on the current state of airline customer experience, but how some airlines are working (or not working) to consider the experience as part of their value proposition. […]

345: Understanding the Peak-End Rule

Adam Toporek explains how the Peak-End Rule can make or break a customer experience in surprising ways, and how leveraging it helps you leave a more favorable impression on your customers…on purpose! […]

October 2018

344: Shaun Belding, The Journey to Wow

Adam and Jeannie unlock your potential to create and deliver ever-improving customer experiences with Shaun Belding, CEO of The Belding Group and author of The Journey to Wow. […]

343: Are Subscription Boxes Filled with Data Gold?

Jeannie and Adam discuss the past, present and future of custom subscription boxes and their growing role in the data revolution. […]

342: Ruben Ocampo, Service Design

Forward-thinking designer and strategic facilitator Ruben Ocampo joins us not only to set the record straight about what design thinking really is, but to share his unique, human-centric approach to service design. […]

341: Is Word of Mouse Getting Less Important?

Adam and Jeannie discuss the apparent decline in trust of word of mouse and how businesses and consumers are navigating the misinformation associated with online reviews. […]

340: Marti Konstant, the Agile Careerist

Bestselling author and career futurist Marti Konstant joins us to discuss how an agile career can create a brighter future for you, your colleagues, and your organization. […]

September 2018

339: Customer Journey Mapping is Not One Size Fits All

Jeannie Walters CCXP gives you the 101 on customer journey mapping so you can stop stalling and start making a difference today. […]

338: Danny Schuman, The Worst Business Model

Adam and Jeannie discuss how to overcome the pitfalls and challenges of developing a business model around entrepreneurship with Danny Schuman, author of “The Worst Business Model” and founder of Twist. […]